Network management of automatic call distributor resources

• US 6,181,776 B1
• Filed: 12/24/1997
• Issued: 01/30/2001
• Est. Priority Date: 12/24/1997
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Rambo, Michael Dean, Crossley, Steven John
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US08/998,323
• Time in Patent Office: 1,133 Days
• Field of Search: 379/265, 379/266, 379/221, 379/34, 379/207, 379/212, 379/309, 379/230, 379/111, 379/140
• US Class Current: 379/32.01
• CPC Class Codes: H04M 3/10 Providing fault- or trouble-signals
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A method and a network are disclosed that automate monitoring of call centers for problem conditions. The problem conditions are detected based on defined parameters such that the cause of the problem condition is readily apparent from a triggered alarm condition. One method includes the steps of creating a management information base (MIB), defining a threshold for the condition to be stored in the MIB, selecting the external destination to notify, monitoring the condition by the CCMIS; and generating a trap message in response to violation of the condition.

The system includes a user interface for defining the conditions to be monitored, an SNMP MIB consisting of three tables that describes the variables that may be queried by a network management system using the SNMP protocol, and an SNMP agent which implements the variables defined by the MIB, the ACD configuration, and the alarms defined via the user interface. The user interface consists of an Alarm Definition screen within the CCMIS supervisor interface that allows alarm definitions to be defined based on any real-time statistics collected for each ACD group within the ACD. Each alarm definition consists of a formula selection to define the statistic to be monitored, threshold information to define the conditions under which an alarm is generated, and trap generation settings such as trap type and the list of ACD groups for which traps should be generated.

Claims

1. In a call center including an agent group having a plurality of agents, a plurality of operators, and a call center management information system (CCMIS), a method for monitoring at least one unscheduled problem condition of the agent group and notifying an external destination comprising the steps of:

creating a management information base (MIB) in the CCMIS for providing information of the unscheduled problem condition;

defining a threshold for the condition to be stored in the MIB;

selecting the external destination to be notified in case the threshold is violated;

monitoring the condition of the agent group within the call center based on one or more statistic values of the agent group for any violation of the threshold; and

generating a trap message in response to a violation of the threshold,

wherein the trap message is sent to the external destination.

2. The method of claim 1 further comprising the steps of:

sending a trap start message to the external destination when the condition violates the threshold; and

sending a trap end message to the external destination when the condition no longer violates the threshold.

3. The method of claim 2 wherein the step of monitoring is performed by the CCMIS.

4. The method of claim 1 wherein the CCMIS supports at least two groups of users.

5. The method of claim 4 wherein the step of creating comprises the steps of:

creating a system MIB; and

creating a partition MIB.

6. The method of claim 4 further comprising the steps of:

establishing a first group of users to access the system MIB; and

establishing a second group of users to access the partition MIB.

7. The method of claim 1 wherein the step of defining a threshold comprises the steps of:

activating an alarm definition; and

establishing which of the plurality of agents will respond to the alarm definition.

8. The method of claim 1 wherein the destination is a network management system (NMS).

9. The method of claim 8 wherein the NMS can modify the threshold.

10. A method for monitoring a condition of a plurality of agent groups of an automatic call distributor (ACD) center by querying a management information base (MIB) using a network management system (NMS), the method comprising the steps of:

defining a threshold boundary condition to establish an unscheduled alarm condition of the agent groups within the call center;

comparing the unscheduled alarm condition to the threshold boundary condition to determine if the alarm condition has been violated based on one or more monitored statistic values of the agent groups; and

sending an alarm message to the network management system if the condition is not within the defined threshold boundary.

11. The method of claim 10 wherein the step of defining a threshold comprises the steps of:

selecting an alarm identification;

establishing an alarm formula;

setting a threshold level;

setting a threshold type;

choosing a numeric value to be added to the threshold type;

assigning a priority to the alarm condition;

determining if the agent group should generate a trap; and

waiting a predetermined period of time before generating the trap.

12. The method of claim 10 wherein the step of comparing the alarm condition comprises the steps of:

generating a start trap when the alarm condition violated the alarm condition; and

generating an end trap when the alarm condition no longer violates the alarm condition.

13. A network for monitoring problem conditions of an automatic call distributor (ACD) center comprising:

a management information base (MIB) for defining a plurality of variables;

a plurality of ACD groups each having a plurality of agents and coupled to the MIB for implementing designated ones of the plurality of variables based on the plurality of variables as defined in the MIB; and

a user interface coupled to the plurality of ACD groups for defining unscheduled alarm conditions of the ACD groups within the call center based on one or more statistic values to be monitored.

14. The network of claim 13 wherein the MIB comprises:

means for storing information about each of the plurality of agents;

means for altering and storing alarm definitions via the user interface; and

means for storing the alarm conditions established for each of the plurality of ACD groups.

15. The network of claim 14 wherein the designated agent generates a trap when a corresponding alarm condition is violated.

16. In a call center including a plurality of automatic call distributor (ACD) groups, each having a plurality of agents and a call center management information system (CCMIS) which supports at least two groups of users, a method for monitoring at least one unscheduled problem condition of the ACD groups and notifying an external destination comprising the steps of:

creating a management information base (MIB) having information regarding each of the plurality of agents, information regarding the at least one unscheduled problem condition of the ACD groups, the creating step further comprising the steps of creating a system MIB and creating a partition MIB;

establishing a first group of users to access the system MIB and a second group of users to access the partition MIB;

defining a threshold for a first one of the at least one unscheduled problem condition to be stored in the MIB;

selecting the external destination to be notified in case the threshold is violated;

monitoring the first one of the at least one unscheduled problem condition for any violation of its threshold; and

in response to a violation of the threshold of the first one of the at least one unscheduled problem condition, generating a trap message to be sent to the external destination.

17. The method of claim 16 wherein the step of generating a trap message to be sent to the external destination further comprises the steps of:

sending a trap start message to the external destination in response to the violation of the threshold of the first one of the at least one condition; and

sending a trap end message to the external destination in response to an end of the violation of the threshold of the first one of the at least one condition.

18. The method of claim 17 wherein the monitoring step is performed by the CCMIS.

19. The method of claim 16 wherein the step of defining a threshold comprises the steps of:

activating an alarm definition; and

establishing which of the plurality of agents will respond to the alarm definition.

20. The method of claim 16 wherein the destination is a network management system (NMS).

21. The method of claim 20 wherein the NMS can modify the threshold.

22. The method of claim 16 wherein the step of defining a threshold comprises the steps of:

selecting an alarm identification;

establishing an alarm formula;

setting a threshold level;

setting a threshold type;

choosing a numeric value to be added to the threshold type;

assigning a priority to the alarm condition;

determining if the agent group should generate a trap; and

waiting a predetermined period of time before generating the trap.